NewVoiceMedia Challenges Cloud Vendors to Demonstrate Service Availability and Performance

10/11/2011

NewVoiceMedia is today launching its Trust site to publicly demonstrate service availability and performance.

NewVoiceMedia is today launching its Trust site to publicly demonstrate service availability and performance. The site runs test scripts across 8 core elements of the service and simulates the process that an agent would make when using the service. Tests are performed every 5 seconds on average and since initial testing have performed over one million tests.

The contact centre is the way most businesses connect with customers; it is a business critical process meaning that availability and performance are basic requirements. It is clear however that on-premise and cloud services are failing businesses through poor performance in this area with service levels well below 99.9% on average.

Jonathan Gale, CEO of NewVoiceMedia, said: "Trust is confidence built on the observation of repeated good actions. This is why NewVoiceMedia has developed its public trust site. The contact centre industry has barely evolved over the past 20 years and cloud computing could hold the key to bringing about a customer service revolution. But if suppliers aren't doing all they can to give peace of mind to businesses, then we could be waiting years for that change to happen."

"We've gone against the grain with the bold step of giving our customers complete visibility of the service they are getting from us. What's more, we're putting our money where our mouth is and offering 99.999% availability and uptime as a contractual SLA. So, today we've launched a Trust Site that offers our customers a full transparency in our service delivery. While some cloud businesses may feel this is giving a little too much of the game away, we want our customers to know that we're maintaining and monitoring their service 24 hours a day and give them real peace of mind so they can focus on running their business," he said.

Drew Kraus, research vice president at Gartner stated, "Clients are concerned about service availability and performance from cloud vendors, particularly when it comes to critical functions like contact center. Cloud vendors prepared to 'lift the lid' on how well their service is performing in real time or near real-time will help to instill confidence with their customers as well as provide a benchmark to support their Service Level Agreements (SLAs)."

"The cloud computing market is confusing enough as it is without having to jump through hoops to understand whether a service is up and running or come to a halt. So it stands to reason that businesses just want some clarity from service providers and a bit of honesty to boot," added Mr Gale.

NewVoiceMedia's Trust Site is available to customers from today and complements the range of cloud-based contact centre services the company provides. The commitment to delivering simpler and more efficient contact centre services transparently and honestly has seen the company provide contact centre services to the likes of SHL Group and Parcel Force.